Dozenspins Casino - Spelarens missnöjda med uttagsprocedurer.

After my deposit (20 eur) I got to play with the balance to 330 eur. I made a withdrawal for this amount. After two days, I received a notification from the kyc department that my withdrawal had been canceled and I am asked to put it in 100 euro installments. So I had already put all the kyc documents on them before that.

I put as they asked, but the maximum number of functions waiting to be repatriated is 3 there. In other words, I was able to make a withdrawal of 3 x 100 euros and 30 euros remained to be played. This, of course, went there for games.

I waited for the repatriation for four days, after which one payment of 100 euros came to the scraper. In the meantime, I had already had time to cancel one € 100 withdrawal and played it. The next day I asked why they didn’t repatriate both (done with almost the same clockwork). The answer came that kotiuts are scheduled to be done tomorrow. So 6 working days from the withdrawal request! No more!

In addition, dozenspins does not allow for any restrictions on the game account and there cannot be a temporary closing of the game account. Very poor customer service (when you get it live from there). In addition, the response times in the chat are really long.

Talletukseni jälkeen (20 eur) sain pelattua saldon 330 euroon. Tein kotiutuksen tälle summalle. Kahden päivän jälkeen tuli kyc osaltolta ilmoitus, että kotiutukseni oli peruutettu ja pyydetään laittamaan se 100 euron osiin. Olin siis jo tätä ennen laittanut kaikki kyc dokumentit heille. 

Laitoin kuten he pyysivät, mutta maksimi kotiutusta odottavien toimintojen määrä on siellä 3 kpl. Eli pystyin tekemään kotiutuksen 3 x 100 eur ja 30 euroa jäi pelattavaksi. Tämä tietysti meni sinne peleihin. 

Odotin kotiutusta neljä päivää, jonka jälkee tuli yksi 100 euron suoritus skrilliin. Tässä välissä olin jo ehtinyt peruuttaa yhden 100 euron kotiutuksen ja pelattua sen. Kyselin seuraavana päivänä, miksi eivät kotiuttaneet molempia (tehty lähes samalla kellonlyömällä). Vastaus tuli, että kotiuts on suunniteltu tehtäväksi huomenna. Eli siis 6 arkipäivää kotiutuspyynnöstä! Ei jatkooon!

Lisäksi dozenspins ei mahdollista pelitiliin tulevia rajoituksia eikä siellä voi sulkea pelitiliä määräajaksi. Erittäin huonoa asiakaspalvelua (silloin kun sitä sieltä livenä saa). Vasteajat chatissa lisäksi todella pitkät. 

Dear Jouni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows:

per transaction: 400 EUR or 25000 RUB

in 24 hours: 400 EUR or 25000 RUB

per month: 10000 EUR or 650000 RUB"

Please could you clarify why you have been advised to split your withdrawal of €330 into 3 installments? Did you receive funds from the last remaining installment? If there is any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. Additionally, please could you clarify what happened to the rest of the funds? I hope we will be able to help you to receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Jouni,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.